Hello all,I really need some help recovering an old landline number that my elderly parents have use for 30+ years.3 days ago they recently switched broadband services from Sky to VM and at no point during sales was it clarified that the landline would be disconnected, because apparently broadband and phone can only exist as one entity? (I don't think this was ever public knowledge). Anyway the landline is now dead and the original phone number registered at that address is fallen into limbo- I'm sure it is available somewhere in the BT network database.We can setup a new landline with VM easily, but all that matters for my elderly parents is to get the original number back. That is their contact with friends, family and the outside world. Surely this must be possible from a technical standpoint??Thanks

Hi GMM93 You say that you placed the OTS request online. When it was placed you should have received an email/text message from the losing provider (Sky in this instance) advising of any early termination fees or the impact of the switch on any other services currently received, which would have included the landline provision. Did you receive this information from Sky?You might be lucky and still be able to reclaim the old phone number as suggested by goslow but you'll probably need to contact Sky. Info below from https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-landlineYou can keep your existing landline telephone number when you switch. This is known as number 'porting'. If you want to keep your number, let your new provider know. You can request to keep your old phone number for free even if you have already cancelled your previous service (as long as you request this within one month of cancelling). However, you may not be able to keep your existing landline number if you are switching landline provider at the same time as moving home.

Whether it is possible will depend on what your parents actually ordered from VM and what process they used.Did they order using the One Touch Switch service online or by calling with VM doing all the coordination with Sky and did they request that the phone service and number was transferred?If they did a standalone order with VM then the number cannot be obtained from Sky.What communication have they had from Sky regarding the transfer of services?If they didn't have to call Sky then they have used the OTS but it would appear that either the phone number transfer has failed or that your parents didn't tick the correct box online or make it clear if ordered by phone that they wished to have a phone service and their number ported over.

GMM93 wrote:at no point during sales was it clarified that the landline would be disconnected,If the contract with Sky was terminated, all services would have ceased, including the phone. All phone services are being moved to the "digital switchover", so basically the old notion of a "phone line" will no longer exist. It's all done over the broadband supply in simplistic terms.

Hello, thanks for your response.They did the switch online, and I was there. We did select one touch switch, but I cannot recall it asking phone services as we buying broadband only.Either way it did not specify that the phone line would cease to function! This isnt common knowledge and why its not written in BIG RED letters is beyond me!If I setup a new VM line can they port the old number? Anyone from virgin able to answer the question

Oh, there is certainly a question as to who is your current provider and whether you wish to transfer phone services when using the OTS process, I used it myself.It doesn't need a big warning in red!Your order confirmation email would've stated M125 Fibre Broadband or something similar and you did not notice that "phone" was missing.If you have just ordered broadband the number will have been disconnected by Sky.VM do not provide landlines any longer, phone services are provided via the router and if you add that you will now be allocated a new number, whether you can do that and then have VM contact Sky to try and retrieve the old number will have to be answered by a VM staff member, but I'd guess it's unlikely.

Help recovering previous Landline number | Virgin Media Community

18 Replies

RetiredATCO
Superfast
17 hours ago
Whether it is possible will depend on what your parents actually ordered from VM and what process they used.

Did they order using the One Touch Switch service online or by calling with VM doing all the coordination with Sky and did they request that the phone service and number was transferred?

If they did a standalone order with VM then the number cannot be obtained from Sky.

What communication have they had from Sky regarding the transfer of services?

If they didn't have to call Sky then they have used the OTS but it would appear that either the phone number transfer has failed or that your parents didn't tick the correct box online or make it clear if ordered by phone that they wished to have a phone service and their number ported over.
- GMM93
  Joining in
  14 hours ago
  Hello, thanks for your response.
  They did the switch online, and I was there. We did select one touch switch, but I cannot recall it asking phone services as we buying broadband only.
  Either way it did not specify that the phone line would cease to function! This isnt common knowledge and why its not written in BIG RED letters is beyond me!
  If I setup a new VM line can they port the old number? Anyone from virgin able to answer the question
  - RetiredATCO
    Superfast
    14 hours ago
    Oh, there is certainly a question as to who is your current provider and whether you wish to transfer phone services when using the OTS process, I used it myself.
    
    It doesn't need a big warning in red!
    
    Your order confirmation email would've stated M125 Fibre Broadband or something similar and you did not notice that "phone" was missing.
    
    If you have just ordered broadband the number will have been disconnected by Sky.
    
    VM do not provide landlines any longer, phone services are provided via the router and if you add that you will now be allocated a new number, whether you can do that and then have VM contact Sky to try and retrieve the old number will have to be answered by a VM staff member, but I'd guess it's unlikely.
Adduxi
Very Insightful Person
15 hours ago
GMM93 wrote:
at no point during sales was it clarified that the landline would be disconnected,
If the contract with Sky was terminated, all services would have ceased, including the phone. All phone services are being moved to the "digital switchover", so basically the old notion of a "phone line" will no longer exist. It's all done over the broadband supply in simplistic terms.
Deepak_S
Forum Team
14 hours ago
Hi GMM93,

Thank you so much for reaching out with your issue, its a difficult one!

The short answer is no we as VMo2 cannot retrieve your old landline number with BT:

Since the BT line is already disconnected, you cannot port that number to Virgin Media.

The only path is to have BT reactivate the line immediately, then start a new port request with VM while both services are alive. This option is completely dependant on BT being able to reconnect your services before the number is lost.

We do hope this information helps- if you require anything further please let us know 🙂
- GMM93
  Joining in
  6 hours ago
  Hello Deepak_S
  So I have managed to get a company called Arnold&Arthur who will reactivate the line and retrieve the original number (as its less than 30 days since disconnection). However it will be a VoIP/Digital line instead of the old analouge/PSTN.
  One thing they mentioned is that you will need to plug my phone into the VM router instead of the old BT port as the service is through broadband. Can the VM router work like this (SIP) if I configure the login details?
Roger_Gooner
Alessandro Volta
6 hours ago
You have operator VoIP now, so once the VM hub is provisioned for VoIP you just plug the phone cable into the hub's TEL 1 port with the adapter which VM should provide.
- GMM93
  Joining in
  6 hours ago
  Yes exactly what I'm wondering can the hub be provisioned as a VoIP?
  - goslow
    Alessandro Volta
    5 hours ago
    GMM93 wrote:
    Yes exactly what I'm wondering can the hub be provisioned as a VoIP?
    VM's phone offering gives you a telephone socket on the back of the hub which behaves like a standard domestic phone socket. It does not offer you all the full features of a VOIP service.
    Suspect you mean Andrews and Arnold. Some of the forum regulars (@jpeg1 and possibly @Client62?) I think are already customers and should be able to give you useful help if they return to your topic.
    The last dropdown point on this page should offer you some encouragement that it may be possible as this is your present situation.
    https://www.aa.net.uk/voice-and-mobile/number-porting/port-numbers/
    See if the regulars can help you with info on A&A. If I was going to make a guess as to who would be most likely to screw up your number port and lose your number altogether, I would guess it would be VM (not least of which because you have already been told by VM that they cannot retrieve your number)
    If you move to a true VOIP provider though, you should expect there will be some degree of technical setup to do by you (unlike VM's landline where you simply plug in a domestic telephone into the telephone socket on the hub, via an adapter, once that telephone socket has been activated by VM for use by the customer). Those on here who use A&A should be able to tell you what would be involved.
Roger_Gooner
Alessandro Volta
5 hours ago
All recent DOCSIS hubs, namely the hub 3, hub 4 and hub 5 are designed to be provisioned for VoIP as they, unlike the older ones, have the RJ11 port for connection with the phone cable. Behind the port is the MTA (multimedia terminal adapter) module which contains everything needed for the VoIP service including the ATA (analogue telephone adapter) and SIP stack. You asked about SIP: the Hub registers with VM’s SIP servers using credentials the customer never sees, so you can never use your own SIP phone.
Provisioning is done is two stages: the back office and the hub's MTA. Once completed you'll see "Telephony (Ready)" in the hub's status overview and the hub is then ready for VoIP.
In short this is designed for the vast majority of landline users who just want to take their phone from that old BT wall socket and plug into their hub, and no amount of championing of 3rd party SIP providers who serve a niche market will change that.

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Help recovering previous Landline number

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